Booking Terms

Last updated: July 2026

Plain-English terms for quotes, bookings, access, cancellations, and service limits.

1. About these terms

These are plain-English terms for PandaZen domestic cleaning enquiries, quotes, and bookings. PandaZen is a sole-trader domestic cleaning business trading as PandaZen, operating in Durham and surrounding County Durham areas.

If you have any questions, you can contact us at hello.pandazen@gmail.com.

Business correspondence address:
PandaZen
Unit 2C
Esh Winning Industrial Estate
Durham
DH7 9QL
United Kingdom

2. Enquiries and quotes

Submitting our website form is an enquiry only. No booking is confirmed until Panda Zen explicitly confirms the date, time, scope, and price. Initial quotes are estimates based on the information provided. The final scope and price may change after our assessment or first visit if the information provided was incomplete or inaccurate. Panda Zen reserves the right to decline unsuitable work.

3. Bookings

A booking is only confirmed once you receive written confirmation (via email or message) from us. You must provide accurate information regarding access, parking, property details, and your cleaning needs. It is essential that you inform Panda Zen about any pets, difficult access, delicate surfaces, hazards, alarms, keys, and parking restrictions before the clean begins.

4. Consumer cancellation rights

Depending on how and when a booking is agreed, you may have statutory cancellation rights under UK consumer law. If you ask Panda Zen to start work within any statutory cancellation period, you may be asked to confirm that request and you may have to pay for the work already carried out if you later decide to cancel. Nothing in these terms affects your statutory rights.

5. Panda Zen cancellation and rescheduling policy

Please give at least 48 hours’ notice if you need to cancel or reschedule a booking. Late cancellations, failed access, or the property not being ready may result in a reasonable charge to cover our lost time and costs. Any charge will be reasonable and proportionate to Panda Zen’s actual loss or cost. Panda Zen may waive these charges at our discretion in extenuating circumstances.

6. Access and readiness

The property must be accessible at the agreed time. If access is unavailable, the appointment may be treated as a late cancellation. Clutter and personal items should be reasonably cleared before we arrive so we can focus on cleaning. You are responsible for providing any necessary keys or alarm instructions. We are under no obligation to wait beyond a reasonable time if access is delayed.

7. Pets

You must disclose any pets when booking. Pets should be safely managed and kept out of the way during cleaning. Panda Zen may refuse or stop work if an animal’s behaviour creates a safety risk.

8. Service limits

We provide domestic cleaning only, unless specifically agreed otherwise. We do not clean unsafe areas, biohazards, bodily fluids, sharps, or pest infestations. We do not perform heavy lifting, high-level ladder work, or any work requiring specialist licences or equipment. Please note that mould, limescale, deep stains, grease, and ingrained dirt may not be fully removable. Delicate, natural stone, or untested surfaces may require special care and may be declined to prevent damage.

9. Products and equipment

The booking details will clarify who is supplying the cleaning products, vacuum/hoover, and mop. You must tell Panda Zen about any surface or product restrictions. If you choose to supply the products or equipment, they must be safe, suitable for the intended use, and readily available upon our arrival.

10. Damage and pre-existing issues

You should inform Panda Zen about any fragile, loose, damaged, or particularly delicate items or surfaces before we begin. Panda Zen is not responsible for pre-existing damage, normal wear and tear, unstable fittings, or damage caused by unsuitable products or equipment supplied by the customer. Any damage or issue must be reported to us promptly, preferably within 24 hours. Panda Zen will inspect the issue and, where appropriate, put it right or refer it to our insurance.

11. Quality concerns

If you have any concerns regarding the quality of the clean, please report them to us within 24 hours of completion. Panda Zen should be given a reasonable opportunity to review and put right any genuine issues. Please understand that we cannot guarantee perfect restoration for neglected or heavily soiled areas.

12. Payment

The payment method and timing will be agreed upon booking or invoicing. Payment is due upon completion of the clean unless otherwise agreed. Regular clients may be placed on an agreed billing cycle. Late or non-payment may lead to paused service. Prices for recurring services may change, but we will provide you with reasonable advance notice.

PandaZen is not currently VAT registered.

13. Insurance

Panda Zen aims to maintain appropriate insurance at all times. However, our insurance does not remove your duty to disclose known risks or hazards in your home. (Note: Claims of being “Fully insured” will match our actual insurance policy prior to live launch).

14. Changes and availability

Availability is not guaranteed until a booking is explicitly confirmed. Panda Zen may occasionally need to reschedule a booking due to illness, emergencies, severe weather, vehicle issues, or other unavoidable events. If this happens, we will inform you as soon as reasonably possible.

15. Complaints and contact

If you have a complaint or need to contact us, please email hello.pandazen@gmail.com.

16. Legal

Nothing in these terms affects your statutory rights. These terms are governed by the laws of England and Wales.